Director, Customer Success Onboarding

3 weeks ago

Remote, Oregon, United States BlackLine Full time

Get to Know Us:
It's fun to work in a company where people truly believe in what they're doing
At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications.
Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.
Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.
Work, Play and Grow at BlackLine
Make Your Mark:
We are seeking a highly motivated and experienced SaaS Onboarding Leader to join our team. The ideal candidate will be responsible for developing and executing a comprehensive onboarding strategy that ensures new customers experience a seamless transition and achieve their initial goals with our products and services. This role requires a strategic thinker and experienced leader who can drive process improvements, foster strong customer relationships, and lead a high-performing onboarding team.
You'll Get To:
Key Responsibilities:

  • Leadership : Lead , mentor, and develop a team of onboarding specialist . Set clear performance goals , provide continuous feedback, and conduct performance reviews . Collaborate with senior leaders to establish KPI's , SLAs, and success metrics for the onboarding function.
  • Customer Onboarding Strategy : Develop and implement a strategic and comprehensive customer onboarding strategy that aligns with the customer and Blacklines goals and objectives .
  • Team Development : Ensure all Onboarding S pecialists are enabled and equipped with the necessary tools and knowledge to effectively impact their roles and responsibilities for our customers.
  • Customer Experience : Lead and continuously optimize the entire onboarding process for new customers, ensuring they are set up for success from day one while reducing time to value . Lead process improvements to ensure scalability, accuracy and data integrity . Ensure customers and Blackline are aligned on product/product SOW expectations, milestones, and increase time to value .
  • Onboarding Collaboration: Work closely with S ales, C ustomer S uccess, P roduct, P artners, and P rofessional Services teams to ensure a seamless handover from sales to onboarding and ongoing support . Champion and educate cross functional teams on best of breed standards when Onboarding our customers.
  • Innovate and Grow Onboarding : Gather feedback from customers during the onboarding process and collaborate with the Sales , Customer Success, Professional Services, and P roduct team to continuously improve the onboarding experience and address any product gaps.
  • Onboarding Documentation: Create and maintain comprehensive onboarding documentation, including guides, tutorials, and FAQs, to support customers and internal teams.
  • Onboarding Metrics : Identify through collaboration with Product, Customer Success, Partners, Professional Services, and our customer what are the key indicators in what success looks like for our customers across all segments . Track and analyze onboarding metrics to identify trends, measure success, and report on the effectiveness of the onboarding process .

OKR's :

  • Employee Experience
  • Every team member has developmental goals
  • Continuously foster an inclusive environment which creates innovation, growth, and accountability.
  • Onboarding Efficiency
  • Onboarding Completion Rate
  • Increase Time to Value
  • Customer Satisfaction by delivering engaging customer experience
  • Customer Satisfaction Score (CSAT)
  • NPS
  • Customer Engagement
  • Expansion
  • Deployed ACV
  • Collaborate and establish business review cadences with Customer Succes s

What You'll Bring:

  • Proven track record of successfully developing and executing customer onboarding strategies.
  • Strong leadership and team management skills, with experience leading high-performing teams.
  • Ability to think strategically while being able to execute at a tactical level.
  • Bachelor's degree in business , Marketing, Information Technology, or a related field.
  • 10 + years of experience in customer success, onboarding, or project management roles, preferably within the SaaS industry.
  • Strong understanding of SaaS products and business models.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with employees, customers , and internal teams.
  • Strong problem-solving skills , analytical, and a proactive approach to addressing customer needs.
  • Proficiency in using CRM , MS Suite of Products, and Gainsight

Thrive at BlackLine Because You Are Joining:

  • A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation
  • A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
  • A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.

BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.
BlackLine recognizes that the ways we work and the workplace itself has shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 2 days a week.
Salary Range:
USD $151, USD $201,000.00
Pay Transparency Statement:
Placement within this range depends upon several factors, including the applicant's prior relevant job experience, skill set, and geographic location. In addition to base pay, BlackLine also offers short-term and long-term incentive programs, based on eligibility, along with a robust offering of benefit and wellness plans.

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